We've introduced new endpoints and events in the Apps Support API so that developers could create chat or messaging extensibility in their Support apps for Agent Workspace.
Ticket Conversation (Ticket Sidebar Location)
- Fetching this object returns all messages in the ticket conversation, including chat and messaging comments, along with metadata associated with each message.
Ticket Send Message (Ticket Sidebar Location)
- Invoking this property enables your app to send a message to the end-user, on behalf of the agent. Only works during live chat conversations, Zendesk Messaging, and Social Messaging channels (through Sunshine Conversations).
Ticket Conversation Changed (Ticket Sidebar Location)
- Listening to this event will let apps know whenever there is a new message (including chat and native messaging comments) that's transacted between the agent & end-user.
This is has been rolled out to 100% of accounts. These will work in both Agent Workspace or the original workspace, however the use cases for these endpoints & events are primarily for the former.
Write a note below, or file a ticket to firstname.lastname@example.org if you have any questions and/or feedback!